A while later we started hearing from the customers that they were furious. Said the Indian people didn't know what they were doing, were obviously following scripts and when the scripts didn't workout they simply passed it to the Level 2s in the US that were still there.
The company rehired many of the Level 2 folks they had offshored. Some did not come back. Level 1 in India still pisses the customers off.
IMHO: Management had a edict from on high and was not allowed to checkout the new functions which failed because the new culture was used to circular logic.
We kind of have a way around that in Canada. When one calls tech support the first option we get is, "press 1 for English, or press 2 for French". If you press "2" the call goes to someone in Quebec, not India. As soon as they say "bonjour", apologize for pressing the wrong button. They will then ask if they can help you, anyways. 90% of the folks in Quebec are bilingual and most are very nice people.